Call centers are under increasing pressure to reduce costs while improving customer satisfaction
Wakefield, MA (PRWEB) October 6, 2009
Panviva, the leading provider of Business Process Guidance (BPG) systems and developer of SupportPoint, today announced that it will be demoing its SupportPoint capabilities at the Annual Call Center Exposition (ACCE) 2009, Oct. 7-8, in Las Vegas.
Like a car's GPS - which determines the driver's current location and provides contextual assistance to get them where they need to go - a Business Process Guidance system determines the customer support representative's (CSR) exact location in the process and guides them step-by-step through complicated information, procedures and systems. CSRs reach their destination quickly with no detours, no wrong turns and only minimal training required. This assistance ensures fast access to the right answers and improved adherence to policies and procedures. The results: reduced handling times (AHT), higher first-call resolution (FCR) rates, and ensured accuracy - all of which greatly reduce call center costs and offer callers an improved customer experience.
"Call centers are under increasing pressure to reduce costs while improving customer satisfaction," said David Frenkel, CEO of Panviva. "This puts enormous pressure on frontline personnel whose attitude and ability will determine whether your customer is delighted with your brand or disappointed. SupportPoint relieves CSRs of the stress of remembering all the right answers, so you can hire for people skills and attitude rather than for domain knowledge."
Visit Panviva in Booth #319 for a personal demonstration of SupportPoint and an opportunity to win a Garmin GPS system.
Panviva is the developer of SupportPoint, the world's leading Business Process Guidance (BPG) system. Over 200,000 users across 37 countries in 18 languages rely on SupportPoint to guide them through complex processes and policies in real-time. Primary offices are in Wakefield, MA, and Melbourne, Australia. Since 1996, Panviva has been helping its customers, including HP, Caterpillar, Medibank, Thomson Reuters, BT, BUPA, National Australia Bank and Foster's reduce operating costs while improving performance and compliance. For further information, please visit http://www.panviva.com.